Comdial Quick Q Agent's User Manual

Brand: Comdial

Model: Quick Q

Category: Telephones

Type: Agent's User Manual

Comdial Quick Q is a robust and versatile communications system designed to enhance your business operations. With its advanced features and user-friendly interface, Quick Q empowers you to manage incoming calls efficiently, prioritize tasks, and provide exceptional customer service. Key capabilities of Quick Q include:

Seamless call handling: Quickly and easily answer, transfer, or place callers on hold with just a few button presses.
Real-time call monitoring: Monitor the number of calls waiting and the average wait time, ensuring prompt attention to customer inquiries.
Customizable settings: Personalize your Quick Q experience by configuring call forwarding, setting up speed dials, and adjusting the display to suit your preferences.

Seamless call handling: Quickly and easily answer, transfer, or place callers on hold with just a few button presses.
Real-time call monitoring: Monitor the number of calls waiting and the average wait time, ensuring prompt attention to customer inquiries.
Customizable settings: Personalize your Quick Q experience by configuring call forwarding, setting up speed dials, and adjusting the display to suit your preferences.

Quick Q

Agent’s User Guide

Comdial

strives to design the features in our communications

systems to be fully interactive with one another. However, this is not

always possible, as the combinations of accessories and features are

too varied and extensive to insure total feature compatibility.

Accordingly, some features identified in this publication will not operate

if some other feature is activated. Comdial disclaims all liability relating

to feature non-compatibility or associated in any way with problems

which may be encountered by incompatible features. Notwithstanding

anything contained in this publication to the contrary, Comdial makes

no representation herein as to the compatibility of features.

GCA70-278.05

10/02

Printed in U.S.A.

Oct ‘02 Comdial i

QuickQ Agent’s User Guide

1. THE AGENT TELEPHONE ..............................................1

2. THE LARGE SCREEN DISPLAY TELEPHONE...........2

Description of the Display (Idle Display) ......................3

3. INTERACTION WITH DXP/FXS SYSTEM ...................3

4. SIGNING-IN TO QUICKQ................................................4

5. RECEIVING AN ACD CALL............................................6

6. TRANSFERRING A CALL................................................7

7. REQUESTING HELP.........................................................8

Selecting Conferencing During Help..............................8

Selecting Hold During Help ............................................9

8. WRAP-UP: DISCONNECTING FROM A CALL.........10

9. PLACING OUTGOING CALLS .....................................11

Assigning an Account Code...........................................11

10. ALARM CONDITION....................................................13

11. THINGS TO REMEMBER ............................................14

12. LOG-IN PROCEDURE...................................................15

Log-in for Multiple Groups...........................................16

13. INCOMING CALL..........................................................17

Contents

ii Comdial Oct ‘02

This page is intentionally blank

QuickQ Agents User Guide

Oct ‘02 Comdial 1

1. THE AGENT TELEPHONE

• The QuickQ is designed to operate with Comdial digital LCD

speakerphones. Your telephone technician will program a

QuickQ button on your telephone. This button enables you to

sign into the QuickQ.

• You do not need telephone lines appearing on your telephone to

answer calls.

The following features can be programmed on the programmable

buttons at your telephone:

Intercom Line Grp Page Caller ID

QuickQ Park Headset

Telephone

Speaker

Dialpad

Handset

Programmable

Buttons

Microphone Opening

Intercom Button*

QQSCS

LCD Alphanumeric

Display

Interactive Buttons

(NOT programmable)

Transfer/Conference

Button*

Vo l um e U p

Volume Down

* NOTE: These button locations ma

be re

rammed b

installer.

2 Intercom

QuickQ

Line Group

Headset

Park

Page

Caller ID

Hold Button*

The Large Screen Display Telephone

2 Comdial Oct ‘02

2. THE LARGE SCREEN DISPLAY

TELEPHONE

• This telephone provides a 24-character wide, six line high liquid

crystal display (LCD).

• The large screen display telephone also provides 13 interactive

buttons for use that are under software control (five along each

side of the display and three along the bottom).

• QuickQ uses the top three lines of the display and one button on

each side of the display for special purposes detailed in the

illustrations below.

• Lines five and six of the display and the bottom three buttons

provide the same information as do the telephones that have a

16-character by two line display.

Call Waiting Time

NN MM:SS

XXXXX XXXXX

XXXXX

GP SELECT NEXT

XXXXXXXXXXXXXXXX

CALL.CDR

Line 1: Display Title

Line 2: NN = total number of calls waiting in all of this agent’s call groups

MM:SS = amount of time that the longest queued call has been waiting

Line 3: GP SELECT = interactive button for choosing grade of service for

different groups

NEXT = interactive button for switching display screens

Line 4: Blank line

Line 5: ACD Interface Messages

Line 6: ACD Interactive Button

QuickQ Agents User Guide

Oct ‘02 Comdial 3

2.1 Description of the Display (Idle

Display)

3. INTERACTION WITH DXP/FXS

SYSTEM

• To access system features, press the programmed feature button.

To access additional features, press the QuickQ button and then

press the “OPTIONS” interactive button.

• Your telephone will respond normally when you access system

features.

During feature operation, QuickQ will be suspended.

This is indicated by a flashing red light beside the QuickQ

button.

After completing the system feature, press the QuickQ

button to resume ACD operation.

• Do Not Disturb prevents your phone from ringing on non-ACD

calls; that is, intercom calls and personal calls.

• Call Forward forwards non-ACD calls only; that is, intercom

calls and personal calls.

Quick Q Group Name

This line indicates your present status.

This line indicates the function of the interactive buttons.

BUSY HELP LOG

Signing-in to QuickQ

4 Comdial Oct ‘02

4. SIGNING-IN TO QUICKQ

• Press the QuickQ button.

• Use the keypad to enter your I.D. number. Should you enter an

incorrect digit, press the RETRY interactive button.

• Enter your password digits.

Quick Q Group Name

BUSY HELP LOG

Agent ID:

Retry Quit

After 2 seconds

Password:

Retry Quit

Valid Agent ID

QuickQ Group Name

BUSY HELP LOG

Valid Password

QuickQ Agents User Guide

Oct ‘02 Comdial 5

• The above display indicates that you are now signed-in as an

ACD agent, ready to accept incoming calls.

If it is necessary

for you to leave your desk, press the BUSY interactive button.

This will prevent the ACD from sending calls to you when you

are unable to answer.

• The system will automatically set your telephone to Busy under

the following conditions:

1. If you do not answer an ACD call sent to you.

2. If you place or answer an internal non-ACD call.

Busy

CANCEL HELP LOG

Pressing Busy

Receiving an ACD Call

6 Comdial Oct ‘02

5. RECEIVING AN ACD CALL

• When an ACD call is directed to you, your telephone will ring

and the display will indicate the following:

• If you do not answer this call within the programmed redirect

threshold time, the call will automatically go to another agent.

When the call is redirected, the ACD will automatically make

your telephone busy.

• If you are unable to take this call, press the BUSY interactive

button, the system will redirect the call to another idle agent.

there are no available agents, your display will indicate “All

Agents Busy.”

• To answer the call lift the Handset; or if using a headset, press

the SPEAKER button.

• During your conversation, the above display remains on your

telephone.

Group Name Sub-Group Name

BUSY

Sub-Group Name 01:20

BUSY

The group is identified on the display

After 2 seconds

The time the call has waited is displayed

Sub-Group Name Line Name

ACC WRAP-UP HELP

QuickQ Agents User Guide

Oct ‘02 Comdial 7

6. TRANSFERRING A CALL

• When transferring a call, be aware that you are responsible for

the transferred call until the intended party answers the call.

• To transfer a call, press either the PARK button or the

TRANSFER button.

• Announce the call to the intended party (paging may be helpful

for this).

• Press the WRAP-UP interactive button to disconnect from that

call. Your display will enter the WRAP-UP mode (refer to page

10).

• If the transferred call is not answered, the call will automatically

recall to your telephone (regardless of your activity).

Line Name Sub-Group Name

ACC WRAP-UP HELP

Requesting Help

8 Comdial Oct ‘02

7. REQUESTING HELP

• The Help function calls the supervisor without interrupting your

present conversation.

• During your conversation, press the HELP interactive button.

When the supervisor responds to your request:

• You now have the option to add the supervisor to your

conversation (CONFerence) or to place the caller on HOLD

while you discuss the situation with your supervisor.

7.1 Selecting Conferencing During Help

• After requesting HELP, press the CONF interactive button to

conference the supervisor, the caller and yourself.

Requesting Help!

Supervisor Ready

CONF HOLD

Jan Calling

After 2 seconds

CONF HOLD

Supervisor’s

ame

Line Name Jan

RELEASE TRANS

Supervisor’s Name

QuickQ Agents User Guide

Oct ‘02 Comdial 9

• The top line of the display identifies the line and supervisor,

indicating a conference.

Press the RELEASE interactive button

to drop the supervisor from the call.

Press the TRANS

interactive button to send this call to the supervisor.

7.2 Selecting Hold During Help

• Press the HOLD Interactive button.

• This action places the caller on hold and connects you directly

with your supervisor.

CONF

Connects the supervisor, caller, and yourself.

RETURN

Return to the caller and release the supervisor.

TRANS

Transfer the caller to the supervisor and

disconnect yourself.

Line Name HELD!

CONF RETURN TRANS

Wrap-up: Disconnecting from a Call

10 Comdial Oct ‘02

8. WRAP-UP: DISCONNECTING

FROM A CALL

• To complete a call, hang up the receiver. The system provides a

preprogrammed wrap-up time to allow you to complete any

after call work.

During the wrap-up time, no calls will be

directed to you.

• The display indicates the number of calls holding and the

number of calls waiting longer than the programmed acceptable

time (alarm threshold).

• After the wrap-up time has expired, your telephone will return to

the IDLE display.

• You can bypass the wrap-up time by pressing the READY

interactive button, or you can select the BUSY interactive

button during the wrap-up time, should you require more time

or need to leave your desk.

Wrap-up----------------->020 seconds

READY ACC BUSY

Waiting: 12 >T:03

READY ACC BUSY

Total Calls

Waiting

Calls Beyond

Alarm

After 2 secondsAfter 2 seconds

QuickQ Agents User Guide

Oct ‘02 Comdial 11

9. PLACING OUTGOING CALLS

• Select any outgoing line.

9.1 Assigning an Account Code

• To assign an account code to a call, press the ACC Interactive

button during or after the call.

Account codes must be preset by

the supervisor.

Account codes can be used on both incoming

and outgoing calls.

Outgoing Call

ACC WRAP-UP HELP

Number dialed is displayed

Line Name Sub-Group Name

ACC WRAP-UP HELP

Wrap-up --------------------->020 seconds

READY ACC BUSY

Acc Code:___

RETRY EXIT

Placing Outgoing Calls

12 Comdial Oct ‘02

• Enter the Account Code with the telephone key pad. If you enter

an incorrect digit, press the RETRY interactive button.

• If correct press the OK interactive button to return to the

previous state.

• Calls can have more than one account code. To enter additional

codes, repeat above exercise for each.

Account Description

RETRY OK

QuickQ Agents User Guide

Oct ‘02 Comdial 13

10. ALARM CONDITION

• An alarm tone sounds on your telephone when waiting calls

have exceeded the time on hold set by your supervisor.

• This alarm will sound regardless of your activity (idle, busy, or

on a call).

Waiting 12 >T:3

XXX XXX XXX

Alarm Display

Things to Remember

14 Comdial Oct ‘02

11. THINGS TO REMEMBER

• If your display is showing the time and date, your telephone is

either not logged-in or QuickQ is suspended.

Press the QuickQ

button to resume.

• QuickQ will automatically make your telephone Busy if you

miss an ACD call.

• QuickQ will temporarily make your telephone Busy if you:

• answer a transferred call

• retrieve a parked call

• answer or place an intercom call

• answer or place a non-ACD call

• When you complete either of the above actions, the system will

automatically return you to your previous state.

• Log out if you are leaving for the day.

• You cannot log out if you are the last agent in the group. At the

preset closing time, the system will automatically log you out.

• Remember to make your telephone Busy if you are leaving your

desk or unable to answer ACD calls.

QuickQ Agents User Guide

Oct ‘02 Comdial 15

12. LOG-IN PROCEDURE

Welcome to QuickQ

Agent ID:

RETRY QUIT

Password:

RETRY QUIT

Quick Q: Group Name

BUSY HELP LOG

Busy

CANCEL HELP LOG

Log Procedure

IN CANCEL OUT

TIME

OPTIONS

Return to FX II

Log-in Procedure

16 Comdial Oct ‘02

12.1 Log-in for Multiple Groups

Note: Each group that you belong to is displayed in the order of your

priority in each one. For example, if you belong to three groups (1, 2,

and 3) and your priority is highest in group 3, Group 3 is displayed

first.

Group 1?

IN SKIP ALL

QuickQ Multi 03

BUSY HELP LOG

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Comdial Quick Q Agent's User Manual

Brand: Comdial

Model: Quick Q

Category: Telephones

Type: Agent's User Manual

Seamless call handling: Quickly and easily answer, transfer, or place callers on hold with just a few button presses.
Real-time call monitoring: Monitor the number of calls waiting and the average wait time, ensuring prompt attention to customer inquiries.
Customizable settings: Personalize your Quick Q experience by configuring call forwarding, setting up speed dials, and adjusting the display to suit your preferences.

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Comdial Quick Q Agent's User Manual

Comdial Quick Q Agent's User Manual

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